Customer Services - Junior Customer Service Coordinator

Job Element

Detail

Job Title

Junior Customer Service Coordinator

Reports to / structure

Customer Services Team Leader

Department / Location

Customer Services/Whitstable

Scope

No budget responsibility

Purpose of the role

This is ideal for someone that wants to start a career within Customer Service. This role aims to provide the foundations for that individual to progress within the team structure once they have the necessary experience and skills required for that next step. The role will be a supporting function for the Customer Service Team, by way of processing quotes and orders, with a development plan that will allow for some Customer Account responsibility in the future.
 

Key Responsibilities include:
 

Duties and responsibilities

This job description aims to give a broad outline as to the requirements of the role.
 

Where jobs have more than one post holder, there may be variations in accountabilities. Management may ask employees to undertake reasonable additional duties to those outlined, based on the post holder’s personal skills, experience, and developmental needs.
 

Junior Customer Service Coordinator:

Using the systems and tools available, prepare and process customer quotations and orders within the set KPI’s and to a high and accurate standard.

Liaise with supporting departments, to build accurate pricing and lead times.

To establish and build strong internal and external relationships, in order to deliver excellent levels of customer service.

Follow the processes in place to ensure accuracy of work including Export Compliance.

Progression to some customer account responsibility:

Proactive quote follow up and negotiate where required.

Progressing orders through to shipment using the systems/tools and supporting departments to achieve this.

Proactive communication with the customer throughout the quotation and order life cycle

Proactively review, investigate and escalate customer complaints where applicable

Acquire technical product experience with a willingness to understand the Amphenol product offer, so as to process basic technical queries along with the ability to understand Amphenol Group products, competition products, and various specifications
 
Assist with external sales requirements relating to Customer and ordering information.

Understand customer markets and ensuring any market intelligence is passed to the relevant Amphenol contact.

To interface with clients and to support the External Sales Team.

Other

Ensure the office, emails and phones are covered between the opening hours of 08:00 and 16:30 Monday to Thursday and 08:00 and 13:30 on Friday

Be in situ at workstation to enable commencement of role at 08.00 hours each working day.

Answer any incoming calls where applicable and direct those calls to the appropriate departments.

To ensure holiday and sickness cover for the department

Participate in reviews with line manager.

Develop ideas so as to improve on the service offer of the team.

Work to instructed KPI’s as set by the line manager

Process and be involved in activities as directed by the line manager in support of the sales and marketing strategy.

Assist with specific project work as and when needed

Carry out such other duties that may be reasonably requested by the Company
 

Personal Development

Undertake training as required so as to better develop self and team service offer.

Take ownership of your own personal development to enable you to be efficient, and effective in your current role and future progression within the team.
 

Values

Values to be demonstrated in your role:
 

Protecting people and the Planet

We practice the highest standards of health and safety, promise wellbeing for people both inside and outside of work.
 

Acting with Integrity

We do the right thing, for people and for the world. We do what we say we will do, expect the same of each other and speak up when there is a problem. We place importance on relationships internally and externally, treating others with respect and care.
 

Working together

We encourage collaboration inside Ltd and out, sharing and embracing diverse viewpoints. We tackle problems together, put our ideas into practice and take pride in combining our contribution to create something better for Ltd and our customers.
 

Innovating and improving

We adapt and embrace new ideas to make us stronger. We are confident and resilient through change; growing and developing ourselves and Ltd, to ensure we are a leader in our chosen markets.
 

Owning what we do

We take accountability for our own work, and know we are also part of something bigger. We take the initiative, seek clarity and demand high standards from ourselves and our colleagues.
 

Health and Safety responsibilities

Take reasonable care for health, safety and the environment and others who may be affected by work activities, as well as co-operate on health and safety issues with Amphenol.
 

Ensure that all employees, contractors and visitors comply with Amphenol Ltd’s Health & Safety Policy use Health and Safety equipment provided.

Level of Autonomy and decision making

Ownership and assistance so as to support the wider Amphenol team.

Complexity

The main sources of complexity are:

Process compliance
IT knowledge to intermediate level
Workload management
Customer services skills
Working process knowledge
Commercial business Knowledge
Product Knowledge

Business responsibilities

Required to follow the Work Instructions as identified in the Quality Systems Manual.
 

This job description is provided to clarify the main components of the role and is supplemented with work instructions, specific processes and Company Policy.